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ITIL® Managing Across the Lifecycle

////ITIL® Managing Across the Lifecycle

ITIL® Managing Across the Lifecycle

Course ID: ITILMALC 5 Days
   

ITIL® Managing Across the Lifecycle

Overview

The intent of the Managing across the Lifecycle (MALC) qualification is to give candidates the skills to support an organization’s service delivery by bridging the service lifecycle stages. The qualification demon strates that candidates have learned the value of one combined service management practice as opposed to separate subject areas. ITIL processes and practices, as learnt from the lifecycle and capability streams of the intermediate certificates, are put into a context of delivering this value.

The learning outcomes are intended to bring a candidate from ITIL content knowledge to ITIL content application and integration knowledge, and provide skills that can be used in the workplace in a tangible way. Testing and validation of knowledge take place at Bloom’s taxonomy level 4 (analysing) and level 5 (evaluating), reflecting the focus on integration when compared with the ITIL intermediate qualifications.

While MALC encompasses the broadest perspectives of service management skills, for example
those related to project management and application design, it is not intended to teach these practices, rather to refer to them as contexts for ITIL application. A high-level understanding of these is still expected. This qualification focuses on strategizing, planning, using and measuring ITIL practices in an integrated functioning model:

  • How the service lifecycle stages form an integrated whole
  • Process integration and interfaces
  • Shared data / information / knowledge.

Description

AUDIENCE

  • Individuals who require a business and management level understanding of the ITIL service
    lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • Individuals seeking the ITIL Expert in IT Service Management certificate, for which this qualification is the final mandatory module
  • Individuals seeking progress towards the ITIL Master in IT Service Management, for which the ITIL Expert in IT Service Management certificate is a prerequisite.

CERTIFICATION

ITIL Expert

EXAM

ITIL Managing Across the Lifecycle exam

INVESTMENT

Instructor-led / Virtual Instructor-led

Singapore: SGD4,800
Malaysia: MYR10,000
Thailand: THB80,000
India: USD3,500

PREREQUISITES

Candidates wishing to be trained and examined for this qualification must already have two (2) credits from the ITIL Foundation certificate and must, as a minimum, have obtained a further 15 credits to a total of at least 17 credits. 15 credits can be obtained from ITIL Intermediate qualifications. Some credits from earlier ITIL qualifications and complementary qualifications can also count towards 15 credits. Holders of ITIL Expert Certificate in IT Service Management are also eligible. Documentary evidence of all credits must be presented by candidates for the MALC qualification.

OBJECTIVES

  • Key concepts of the service lifecycle
  • Communication and stakeholder management
  • Integrating service management processes across the service lifecycle
  • Managing services across the service lifecycle
  • Governance and organization
  • Measurement
  • Implementing and improving service management capability
  • In addition, the training for this qualification should include examination preparation, including a mock examination opportunity.

COURSE CONTENT

Module 1: Introduction to Managing Across the Lifecycle

  • MALC exam builds on the knowledge acquired in foundation and intermediate-level ITIL courses
  • Prerequisites for the MALC exam
  • Structure and scoring of the MALC exam
  • Bloom’s Taxonomy and applying it to the types of questions that will/will not be asked on the MALC exam
  • MALC exam cast study

Module 2: Key Concepts of the Service Lifecycle

  • Services, service management, and IT service management
  • Organizing functions and roles for service management
  • Effect of clarifying roles and using RACI
  • Element of value
  • Business value of various ITIL lifecycle stages
  • Approaches to risk management
  • Importance of knowledge management and the SKMS

Module 3: Communication and Stakeholder Management

  • Coordinating business relationship management across the lifecycle
  • Role of business relationship management in the communication activities
  • Stakeholder management and communication
  • Using service models
  • Design activity coordination
  • Services
  • Managing communications and commitment throughout the lifecycle
  • Communication aspects of service operation
  • Communication strategy and plan

Module 4: Integrating Service Management Processes Across the Service Lifecycle

  • Effectively and efficiently integrating service management processes across the lifecycle
  • Impact and relationship of service strategy to other lifecycle stage
  • Various lifecycle stage inputs and outputs
  • Value and interfaces of the various service management processes

Module 5: Managing Service Across the Lifecycle

  • Importance of an approach to balanced design
  • Contribute to effective and efficient service management with design coordination and transition planning and support
  • Service transition lifecycle stages
  • Managing services across the lifecycle
  • Involving operations staff in other lifecycle stages
  • Sources of information helping in the implementation and improvement of services
  • Factors relevant to strategic assessments
  • Challenges, risks, and critical success factors of the strategy, design, transition, and operation lifecycle stages

Module 6: Governance, Roles, People, Competence, and the Organization

  • Governance, activities, framework, and governance bodies
  • Relating strategy to governance
  • Service providers set direction, policy and strategy
  • Change management
  • Management systems
  • Establishing and maintaining a service management system
  • Organization development and departmentalization
  • Logical structure for a service provider
  • Functions and the types of services providers
  • Implementing and sourcing strategies

Module 7: Measurement

  • Measuring and demonstrating value
  • Determining and using metrics
  • Approaches to monitoring and control
  • Using event management tools

Module 8: Implementing and Improving Service Management Capabilities

  • Implementing service management, service management processes, and supporting tools
  • Different types of assessments and conducting assessments
  • Techniques for improving service management
  • Methods for implementing service management
  • Business value of service portfolio management

What’s Next

ITIL Master

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